Forum Discussion
Telus "technical support" 3 gig fibre
I had my contract renewed for 3 gbps fibre when i moved into the new house.
Has anyone had any luck finding a knowledgeable TELUS fibre installer who can actually assess and upgrade older equipment?
Installer 1 came to my home and could not determine why I was not receiving the 3 Gbps service I am paying for. He installed an Ethernet port for my router and charged me $75. He said that i could only get 1gps at my house despite the call and deal being for 3gps
Installer 2 came the following day and told me that I needed to run a new fibre cable from the garage into the basement and that I would have to hire an electrician. I was then charged another $200 for that service call. He said I have an older Alcatel GPON ONT in the garage. The fibre line runs into that box, and the connection is then carried into the house over Cat5e to the TELUS gateway and router.
Turns out that box only allows 1gps.
I hired an electrician and spent approximately $400. After inspecting the setup, he questioned why I was being told to run fibre into the basement when the Alcatel ONT in the garage appears to be outdated and could potentially be replaced with newer TELUS equipment capable of supporting the service.
I then spent two hours on hold with TELUS, being transferred from department to department, before the call eventually disconnected.
At this point, I am simply trying to find someone at TELUS who understands fibre installations and can properly assess whether the older GPON equipment in the garage can to be replaced with the XGS-PON ONT. I am generally very patient, but this has been an extremely frustrating and expensive experience, and I am still no closer to receiving the 3 Gbps service I signed up for.
Has anyone successfully reached a TELUS escalation team or a qualified fibre technician who was able to resolve a similar issue?
9 Replies
This is what the Telus rep left and marked as done completely job. He now claims my Ethernet line is broken despite it working prior to him touching anything.
Don’t know if my message got deleted. The tech promised someone senior would rectify the mess he did. Instead today - I get an automated msg saying the tech marked the job as complete and then after I send him a screenshot of that he replies that he tried to get someone senior however no one is available. I don’t know if Telus should contract out third party techs that have no idea what they are doing.
Also comical - I have slower internet through a coaxial. The technician was supposed to come between 8-9 am shows up at 9:15 am then returns in the evening. Today I get a text saying the technician completed the install ….despite him saying a supervisor would call me today
TELUS_SupportOfficial Support Team
We've replied to your private message. Let us know when you have a second to check it out.
I verified. The reason I am posting is that the tech was adamant that the gateway NAH had to be moved to the garage. He said there was no way of putting an ONT on 3gps and I know the technology exists. Ultimately, he moved the NAH to the garage was unable to get it working, tried to blame it on other factors and promised he would get someone senior here today to fix the mess he caused. Ultimately I received a text from Telus saying the job was complete. I sent that message to the tech. He then replied at 3:39pm today stating no one senior is available to fix my internet. This still didn’t address why he marked the job as complete. Extremely frustrating
- TELUS_Support
Hey guuptaa - to receive 3gbps service we need to update the connection at the fibre distribution hub to XGSPON. That's our first step.
After that, we need to replace the ONT with a Network Access Hub (NAH) as that has a 10Gb port. If these steps have not been done at your address, we can help from there.
When you signed up for 3Gbps did we dispatch a tech to install a NAH?
For reference, here's a picture of the Network Access Hub:
The first TELUS technician told me 3 Gbps likely couldn’t be installed at my home. He left my existing Alcatel ONT in the detached garage, installed the Network Access Hub (NAH) in the basement, and connected a Wi-Fi 7 router.
I kept asking whether TELUS could instead install a standalone XGS-PON ONT (such as a Nokia XS-250X-A or Adtran) in the garage and connect it by Ethernet to the NAH in the basement. The second technician said he’d never heard of that setup and insisted the XGS-PON had to be installed directly in the NAH. He removed the Alcatel ONT and moved the entire NAH into my garage.
The problem started when he tried connecting the basement router. He re-terminated both ends of the Ethernet cable and spent nearly 3 hours troubleshooting before concluding the cable between the garage and house must be damaged.
That made no sense because the exact same cable worked before he arrived. I even showed him a July 7 speed test of about 650 Mbps using the Alcatel ONT and basement NAH. He admitted he couldn’t explain why it no longer worked.
Unable to get Ethernet working, he switched the basement router to a MoCA/coax connection and told me I’d now need to buy a network switch because the NAH was in the garage.
After 3 hours on hold with TELUS, 3 hours with the technician, and even hiring an electrician (who gave different information again), I now have a less functional setup than before. My Ethernet run no longer works, my network now relies on coax, and the NAH has been relocated to the garage.
I’ve attached photos of the garage. This photo was taken before he added the coax converter, which was only installed because the technician couldn’t get the Ethernet working.
